Head of Service Management at Hoop Telecoms

Job Purpose:

• To provide strategic leadership and direction for the Service Management function, ensuring the delivery of high-quality services that meet customer expectations, align with business goals, and drive operational efficiency. The role oversees customer experience, service delivery, incident management, change and problem management, and ensures adherence to SLAs across all technical and operational touchpoints.

Key Responsibilities:

Strategic Leadership & Service Governance

• Develop and implement service management strategies aligned with corporate goals and customer expectations.
• Define, monitor, and report on KPIs for service delivery, customer satisfaction, and operational efficiency.
• Oversee the establishment and continuous improvement of ITIL-based service management processes.
• Lead service reviews and governance forums with internal teams and clients.

Service Operations & Delivery

• Ensure consistent and high-quality delivery of telecom services across voice, data, and enterprise products.
• Oversee Incident, Problem, and Change Management to ensure prompt resolution and minimal disruption.
• Manage SLA and OLA compliance with internal teams, vendors, and customers.
• Lead the Service Delivery team to ensure accurate provisioning, monitoring, and troubleshooting of services.

Customer Experience & Relationship Management

• Act as the escalation point for major service issues and customer complaints.
• Drive initiatives to enhance customer experience, service performance, and satisfaction.
• Establish and maintain strong relationships with key enterprise clients, partners, and stakeholders.

Performance Monitoring & Reporting

• Implement and oversee real-time monitoring of network and service performance.
• Develop dashboards and analytics to provide visibility into service health and trends.
• Prepare regular reports for the Managing Director and executive leadership on service performance.

Team Leadership & Development

• Lead, mentor, and manage the Service Management and Support teams.
• Build a performance-driven culture focused on accountability, quality, and continuous improvement.
• Conduct regular training and capacity-building for team members on industry best practices and tools.

Qualifications and Experience:

• Bachelor’s degree in Telecommunications, Engineering, Computer Science, or related field. Master’s degree or MBA is an advantage.
• Minimum of 8–10 years of relevant experience in service management within the telecommunications industry, with at least 3 years in a leadership role.
• ITIL Foundation or higher certification is required.
• Proven track record of managing service operations, SLAs, and customer experience in telecoms.
• Strong understanding of telecom infrastructure (ISP, fiber, VoIP, B2B connectivity, etc.).
• Experience working with service desk software, monitoring tools, and CRM systems.

Key Competencies:

• Strong leadership, interpersonal, and communication skills.
• Strategic thinker with the ability to translate strategy into execution.
• Excellent problem-solving and decision-making skills.
• Customer-oriented with a passion for delivering quality service.
• Ability to thrive in a fast-paced and evolving environment.